Refund and Returns Policy

At AnixMall, we are committed to providing a seamless shopping experience and ensuring that our customers are completely satisfied with their purchases. To maintain the highest standards of customer service, we have developed a clear and concise Return and Refund Policy.

Please take a moment to read our policy carefully to understand the conditions under which returns and refunds are accepted.

1. General Policy

AnixMall offers a 2-day return policy for most of our products from the date of delivery, ensuring that you have ample time to review your purchase. However, there are certain conditions and exceptions that apply to our return and refund process, as outlined below.

We are also committed to quick and efficient shipping, which is why our return and refund options are designed to support a fast and reliable experience for our customers. Please note that refunds are only provided if the product is eligible for return or if the return request is made within 1 hour of placing an order, due to our swift processing and shipping times.

2. Eligibility for Return

To be eligible for a return, the following conditions must be met:

• Return Window: You must request the return within 2 days of receiving the product.
• Condition of the Product: The product must be unused, in its original packaging, and in the same condition as when you received it. If the item has been opened, used, or tampered with in any way, it may not be eligible for return.
• Product Type: Certain products, including electronics, personal care items, and items marked as non-returnable, are not eligible for return. Please refer to the specific product page for more details on return eligibility.

Exceptions:

• Damaged or Defective Products: If you receive a defective or damaged product, please contact us within 48 hours of delivery. We will arrange for a return, replacement, or refund, depending on the situation.
• Incorrect Product: If you receive an incorrect item that differs from your order, please notify us within 2 days of delivery, and we will arrange for a return or exchange.

3. Return Process

If your item is eligible for return, please follow these steps:

1. Contact Customer Support:
   • Email us at support@anixmall.com or call or text us on whatsapp +254 705 107 677, or text us on our live chat in the website within 2 days of delivery to initiate the return process. Please include your order number, the reason for the return, and the condition of the product.
2. Return Authorization:
   • Our customer service team will assess your request and provide instructions on how to return the item, including the return shipping address. Please do not return the product until you receive return authorization from us.
3. Packing the Item:
   • Please ensure the product is returned in its original packaging along with any accessories, manuals, or promotional items included with the original order.
4. Return Shipping:
   • Depending on the reason for the return, AnixMall may cover the cost of return shipping for defective or damaged items. For non-defective returns, the customer is responsible for return shipping fees.

4. Refund Policy

We offer refunds in the following scenarios:

• Return Eligibility: If the returned product is eligible for a return as per the conditions listed above, we will issue a refund after inspecting the returned item. The refund will be processed to the original payment method used during the purchase.
• Timeframe for Refunds: Refunds for approved returns will be processed within 7 business days after we receive and inspect the returned item. You will receive an email confirmation once your refund has been processed.
• Refund Eligibility for Order Cancellations: If you wish to cancel an order, you must do so within 1 hour of placing the order. After this time, the order may already have been processed for shipment, and cancellations may not be possible.

5. Non-Refundable Items

Certain items are not eligible for return or refund, including but not limited to:

• Personal Care Products: For hygiene and safety reasons, products like skin care items, hair care products, etc., cannot be returned once opened.
• Gift Cards: Gift cards or similar products are non-returnable and non-refundable.
• Perishable Goods: Items like food, beverages, and other perishable products are not eligible for return.

6. Refund Methods

Refunds will be issued using the same payment method used for the original purchase:

• Credit/Debit Cards: If you paid via credit or debit card, the refund will be credited to your card within 7 business days after approval.
• Mobile Money (e.g., M-Pesa): If you paid using mobile money, your refund will be processed and sent to your original payment account.
• Cash on Delivery: For orders paid via Cash on Delivery (COD), refunds will be processed via bank transfer or mobile money, depending on your preference.

7. Shipping Fees

• Non-refundable Shipping Costs: Shipping fees for the initial delivery of products are non-refundable unless the return is due to a mistake made by AnixMall (e.g., damaged or incorrect items).
• Return Shipping Fees: The customer will be responsible for the return shipping fees for non-defective items, unless otherwise specified by our customer service team.

8. Damaged or Defective Products

If you receive a damaged or defective product, please take the following steps:

• Notify us immediately: Contact our customer support team within 48 hours of receiving the product. Please include photographs of the damage or defect for quicker processing.
• Return Instructions: We will arrange for a return, replacement, or full refund depending on the nature of the issue.

Note: Products that are damaged due to improper use or external factors may not be eligible for a return or refund.

9. Changes to the Return and Refund Policy

We reserve the right to modify or update this Return and Refund Policy at any time. Any changes will be reflected on this page, and the updated policy will apply to all transactions conducted after the change date.

10. Contact Us

For any questions or concerns regarding our Return and Refund Policy, or if you need assistance with a return or refund request, please contact us:

• Email: support@anixmall.com
• Phone: +254 705 107 677
• Live Chat: Text us through our live chat in the website
• AnixMall International

Thank you for shopping with AnixMall. We value your satisfaction and are here to ensure that your shopping experience is as smooth as possible. If you have any questions, please don’t hesitate to reach out!